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About the company:



Our client is the first fully integrated technology and operations firm with a Global Services Model. The company caters to different geographies. It has offices throughout the United States, Canada, Europe, Australia, Japan, Malaysia and five delivery centers, four in India including Bangalore, Chennai, Hyderabad and Noida (Delhi) and one in Mexico.

The organization enables clients to optimize their business through a combination of process investment strategies, technology leverage and business process outsourcing and provisioning.



It is India's top employer in IT Services, the best employer in IT Services, the "Employer of Choice" in India, the first best employer in IT Services and sixth best employer across all industries.



The company began global operations in 1996.



Opening of your concern:

Vice President – Operations (Contact Center)

Role & Responsibilities:

· Provide strategic direction, set vision and manage day to day operations of the Contact Center.

· Meeting & exceeding gross margin & revenue targets.

· Support Sales in client acquisition.

· Budgeting, financial planning and monitoring for the business unit.

· Liaise with other groups within and outside the organization to drive effective solutions.

· Drive customer satisfaction and business growth through constant customer contact, relationship building and VoC strategy.

· Will set direction for operations management policies and processes.

· Define goals and objectives for senior managers within the business unit.

· Resolve client escalations and manage exceptions.

· Provide inputs, participate, drive and implement corporate strategic initiatives.



Incumbent Profile:

18+ years of overall work experience in ITeS industry preferable with about 10+ years in managing Contact Center Operations with a focus of supporting / delivering large businesses in the banking / financial domains

Qualification:

Masters in Business Administration (Top B-Schools, preferred)

Requirements :

Good experience in a Contact Centre.
Managed 600 FTE (full time employee) or more
exposure to Collections, Out Bound sales
Process: Voice/ Non- Voice
Exposure to US/ UK
Location : NOIDA

Reporting to : Head ITES (sits out of Bangalore office)

For further details ,please reach out to

Vishal Gautam
Elixir
vishalg@e-lixirweb.com
0120-4209706